Shipping policy

Last updated: 24 July 2026

This Shipping Policy applies to orders placed with CIELA LTD, trading as CIELA Jewellery.

 

United Kingdom Delivery

We currently deliver to eligible United Kingdom addresses shown at checkout. All UK orders receive complimentary delivery.

International delivery is not currently available. We plan to introduce delivery to selected international destinations after our international courier and duties-paid services have been established.

 

Order Processing

In-stock orders placed before 12:00 noon UK time, Monday to Friday, are normally dispatched on the same working day. Orders placed after 12:00 noon, or on weekends or public holidays, are dispatched on the next working day.

All in-stock orders will normally be dispatched within one working day, subject to payment authorisation, security checks and address verification.

A working day means Monday to Friday, excluding UK public holidays.

 

Pre-Orders and Bespoke Orders

Pre-order items are normally dispatched within 5–7 working days unless a different timeframe is stated on the product page.

Bespoke and personalised pieces normally require 4–6 weeks before dispatch. An estimated timeframe will be confirmed when the order is accepted.

Where an order contains products with different dispatch times, the order will normally be sent once all items are ready unless otherwise agreed.

 

UK Delivery Services

Delivery services are selected according to the product collection and order value:

  • Everyday Essentials: Royal Mail Tracked 48 with Signature. Estimated delivery within 2–3 working days after dispatch.

  • CIELA Signature: Royal Mail Tracked 24 with Signature. Estimated delivery within 1–2 working days after dispatch.

  • CIELA Atelier: Royal Mail Special Delivery Guaranteed by 1pm.

  • Orders valued at £500 or more: Royal Mail Special Delivery Guaranteed by 1pm, regardless of collection.

Royal Mail Tracked 24 and Tracked 48 delivery times are estimates and are not guaranteed.

Royal Mail Special Delivery Guaranteed by 1pm normally arrives by 1:00 pm on the next working day after dispatch. Geographic restrictions, public holidays and Royal Mail service exceptions may apply. Saturday delivery is not included unless expressly confirmed by CIELA.

CIELA may upgrade an order to a more secure delivery service at no additional cost.

 

Tracking and Signature

Tracking information will be sent by email once an order has been dispatched.

A signature is required for delivery. Unless ID Verification has been expressly confirmed for an order, the signature may be provided by the named recipient or another person present at the delivery address.

Royal Mail Special Delivery orders will not be left in a Safeplace or with a neighbour. If delivery is unsuccessful, Royal Mail will provide instructions for redelivery or collection.

 

Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address. Please contact care@cielajewellery.com immediately if an address needs to be corrected. We cannot guarantee that an address can be changed after dispatch.

We do not deliver orders to PO Boxes, BFPO addresses, hotels, freight forwarders, mail-forwarding companies or anonymous parcel-receiving services. Orders placed using an unsupported address may be held for verification or cancelled and refunded.

If an order is returned to CIELA because of an incorrect address, an unsuccessful delivery or failure to collect, we may charge the reasonable cost of redelivery.

Responsibility for the goods remains with CIELA until they are delivered into your physical possession, or to another person identified by you to receive them.

 

Delayed or Missing Deliveries

Delivery estimates begin from the date of dispatch and do not include order-processing time.

If tracking has not updated, or your parcel appears delayed or missing, please contact care@cielajewellery.com. CIELA will raise the necessary enquiry with the delivery provider and, where appropriate, arrange a replacement or refund.

Please do not submit a claim directly to Royal Mail without first contacting us, as CIELA is responsible for managing delivery enquiries relating to your order.

 

Damaged Parcels

If a parcel arrives damaged, please contact care@cielajewellery.com as soon as possible, preferably within 48 hours of delivery.

Please retain the product, packaging and delivery materials and provide photographs of:

  • the outer packaging;

  • the shipping label;

  • the internal packaging; and

  • the affected item.

Reporting damage outside 48 hours does not affect your statutory rights, but prompt notification helps us investigate the delivery.

 

Contact

For questions regarding an order or delivery, contact:

Email: care@cielajewellery.com

This Shipping Policy does not affect your statutory rights.

CIELA LTD
Trading as CIELA Jewellery
Registered office: 167-169 Great Portland Street, London, England, W1W 5PF
Registered in England and Wales
Company number: 17198395